{"id":49747,"date":"2021-01-28T17:45:00","date_gmt":"2022-10-18T17:45:46","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49747"},"modified":"2022-10-31T03:02:26","modified_gmt":"2022-10-31T10:02:26","slug":"how-community-vision-transformed-customer-engagement-for-life-changing-outcomes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-community-vision-transformed-customer-engagement-for-life-changing-outcomes\/","title":{"rendered":"How Community Vision Transformed Customer Engagement for Life-Changing Outcomes"},"content":{"rendered":"\n

After our latest research into customer engagement<\/a> found that the relationships between customers and brands were upended in 2020, our WA State Director Trevor Philpot spoke with Community Vision COO Yvonne Timson about the changes her organisation had been making to its customer engagement strategy and operations prior to 2020 to achieve truly life-changing outcomes, and how the pandemic has impacted its transformation.<\/p>\n\n\n\n

Trevor Philpot: What challenges was Community Vision facing two years ago?<\/h2>\n\n\n\n

Yvonne Timson:<\/b> Something as straightforward as cancelling or rescheduling an appointment was difficult for both the customer and for us. All our rosters were painstakingly created on paper and any change to them was a big deal. Two weeks worth of work creating a roster could go up in smoke in five minutes. It was inefficient and frustrating for everyone involved.<\/p>\n\n\n\n

Trevor: What changes has Community Vision made to that system in the past few years?<\/h2>\n\n\n\n

Yvonne:<\/b> Paper rosters are, thankfully, a thing of the past! All our support workers are completely mobile now with an iPad to work from wherever they are. With Salesforce Field Service<\/a>, an appointment can be easily changed and everyone can see it in real time in the app. <\/p>\n\n\n\n

Customers can use Community Cloud<\/a> to make changes or they can talk to someone in the central office about changing a scheduled appointment \u2013 all without anyone having to track down a support worker in the field.<\/p>\n\n\n\n

Support workers also have notes and records about their customer at their fingertips on each visit as well. They can compare their customer\u2019s condition to those notes and, if they notice a decline or difference, they can pass that information on and it can be actioned in real-time \u2013 a care manager or nurse can visit or video call to check on the customer. Those video calls are then recorded, or notes are taken in real-time in the app during in-person visits, and kept as part of our complete view of the customer.<\/p>\n\n\n\n

Trevor: There are finite dollars in any care package and there is always downward pressure. How is technology enabling Community Vision to stretch the capacity of customers\u2019 funding?<\/h2>\n\n\n\n

Yvonne: <\/b>Our time is no longer being eaten up by time-consuming and inefficient manual admin tasks like rostering.  By utilising innovative technological solutions, we are able to deliver services in new ways that help customers\u2019 funding better cover their needs.<\/p>\n\n\n\n

Let me give you an example. The best care for an individual might include daily medication prompts and check-ins. But their funding might cover two home visits a week \u2013 this is the sort of seemingly small barrier that can cause a move to residential care. <\/p>\n\n\n\n

Now, instead of sending someone out to a customer on two days each week, we can video call them for the medication prompt every day, guide them if they need assistance and make an accurate record of the medication having been taken. <\/p>\n\n\n\n

The dollars are more effectively spent on the outcomes our customers need.<\/p>\n\n\n\n

Trevor: Are your customers generally open to digital engagement? Has the pandemic changed the way you engage with your customers?<\/h2>\n\n\n\n

Yvonne: <\/b>COVID made our customer base much more open to technological solutions than they might otherwise have been. I saw customers singing with their regular choir groups online and connecting with family they hadn\u2019t seen for years via video calls. So while it was a challenging time, there was also an opportunity to push forward with innovative solutions to our customers\u2019 needs \u2013 they responded with great willingness. <\/p>\n\n\n\n

Most of our customers are vulnerable and had to stay isolated during the pandemic or are in aged care facilities that went into lockdown. Either way, we were not about to let the pandemic derail our relationships with our customers and the support they needed. We didn\u2019t stop delivering any of our services \u2013 we just did it in different ways.<\/p>\n\n\n

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61% of Australian and NZ customers say that COVID-19 changed their relationship with technology.<\/p>Read more from our latest customer research<\/cite><\/blockquote>\nState of the Connected Customer<\/a><\/span>\n